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Our mission is to serve, provide for, and champion individuals with disabilities.

Evergreen Life Services (ELS) is a charitable, non-profit organization that provides a full range of professional services to people with intellectual and developmental disabilities (IDD). Founded in the 1950s, today we are proud to serve more than 1,100 individuals with disabilities in 8 states.


Job Description

Position Description: IT Support Specialist - Central Louisiana
FSLA Classification: Non-Exempt
Reports To: Chief Information Officer
Created: November 19th, 2021

Job Summary
This position will provide primary onsite technical assistance service to the residential homes and divisional office within central Louisiana, based out of our Pineville office. The successful candidate will answer questions and resolve computer and telecom problems for end users, and will provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

This role will require travel to other locations in central Louisiana, strong customer support, and the ability to work well with all other members of the IT Team. Occasional travel outside of the divisional area may be needed, such as to attend events or work on larger projects.


Essential Job Functions

• Provide courteous, kind, and respectful customer support to all end users
• Respond to requests for technical assistance by phone, email, and/or using a help desk management system.
• Performing both on-site and remote troubleshooting by using diagnostic techniques and asking pertinent questions.
• Track issue requests and follow up for resolutions.
• Escalate more involved problems to senior members of the IT Team and/or the appropriate vendors.
• Update and maintain all organization personal computer hardware/software.
• Diagnose and resolve technical hardware and software issues
• Track and route problems and requests and document resolutions
• Providing direction to users so that they can get help on the items and services that the company does not support (for instance, gaming consoles in community homes).
• Providing accurate information on the IT products and services the agency uses and supports.
• Stay current with system information, changes, updates, and current news
• Provide onsite support when phone or remote control does not resolve the issue.
• Work closely with all IT department staff to ensure unity, efficiency, and competency.

Qualifications/Experience/Job Knowledge

• Associates Degree or Higher
• At least two (2) years of experience as an IT Support Specialist, IT Helpdesk Technician or other customer-facing IT support role in a technology department or managed service provider.
• Working knowledge of remote control and management software, (previous Comodo/Itarian experience is a plus).
• Excellent understanding of computer systems, mobile devices, printers, and other technology products.
• Ability to diagnose and resolve IT issues.
• Relevant technical certifications from Microsoft, CompTIA, etc.
• Excellent communication skills.

Physical Requirements

• Constantly moves about to coordinate work
• Regularly works in fast-paced environment with multiple task deadlines
• Regularly moves and positions objects weighing up to 50 pounds
• Occasionally exposed to viruses and infectious conditions
• Constantly alert and observant during working hours

Reasonable accommodations may be made to enable individuals with disabilities or a medical condition to perform the essential functions.

Special Requirements

• May be required to attend seminars or job-related training courses.
• Must have understanding, patience, and tact in dealing with individuals with intellectual and developmental disabilities.
• Must have the ability to maintain good working relationships with Evergreen staff and with contacts from other agencies or entities.
• Must be able to prioritize work tasks.

Employment Variables

Must have a good driving record which meets the minimum requirements for Evergreen and reliable transportation. Must pass drug screen and criminal background check. Must be able to work some evenings when required.

Working Environment

General office environment.

Evergreen is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital status, or any other legally protected status.